Customer Advocate

The incumbent in this position is responsible for acting as the company’s primary point of communication in the contact center. Researches and responds to complex customer telephone, electronic, or written inquiries. Provides excellent service to customers with information regarding eligibility, benefits, and claims with emphasis on customer education, satisfaction and retention.

• Respond to complex telephone, electronic, and written inquiries from dental/vision professionals, groups, subscribers and brokers.


• Communicate eligibility, benefits, claims policies and procedures.


• Document each customer encounter and resolution in appropriate computer tracking system.


• Expediently access reference materials to analyze and determine appropriate responses to telephone, electronic, and written inquires.


• Forward claims as necessary based upon findings.


• Identify, report and document system discrepancies.


• Accurately complete online/hardcopy forms and routes to the appropriate department. 


• Meet and maintain production standards, counts, and inquiry response turnaround times. 


• Utilize contact tracking functionality to follow up on open calls to ensure resolution is achieved within agreed upon standards. 


• Provide support to other departments as directed.


• Performs other miscellaneous duties as assigned.

• A high school diploma or GED.


• Dental assisting certificate, 2 years dental office or dental lab experience, 1 year contact center experience in a dental insurance environment, or 9 months experience as a level 1 representative in the Enterprise Contact Center, or 1 year dental claims adjudication experience preferred.


• Ability to pass CSR II test.


• Knowledge of dental terminology and procedures.


• Ability to handle constant customer contact/forced workflow distribution. 


• Interpersonal and communications skills to work effectively with all levels of staff.


• Strong organizational/time management skills and multi-tasking abilities.


• Ability to prioritize and follow through.


• Ability to maintain confidentiality.


• Ability to respond quickly and accurately to inquires.


• Ability to continuously meet / exceed department standards.


• Ability to adapt to a changing environment.


• Ability to perform basic mathematical calculations.


• Ability to absorb and retain detailed information.


• Ability to apply reason to evaluate and respond to the needs of each contact.


• Detail-oriented; flexibility and creativity. 


• Knowledge of policies, procedures and guidelines.


• Ability to clearly present written information and findings.


• Must be able to understand and speak English.


• The ability to understand and follow work rules and procedures.


• The ability to effectively communicate information to all enterprise departments.


• Ability to interact well with co-workers and visitors.


• Ability to maintain regular/consistent attendance, punctuality and adhere to scheduled shifts.


• Required to work standard office equipment (personal computer, calculator (10 Key) photocopy machine, fax machine, etc.).


• PC literacy required. MSOffice skills (Outlook, Word, Excel); proficiency in Oracle Financial system preferred.


• Operation of 10–key adding machine.


• Ability to work on a computer up to 8 hours a day.


• Regularly required to sit for long periods of time, and occasionally stand and walk.


• Regularly required to use hands to operate computer and other office equipment.


• Close vision required for computer usage.


• Occasionally required to stoop, kneel, climb and lift up to 25 pounds.


• Must be able to work regular overtime as required.

Base Pay Information


The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. 

Pay Grade 5. $22.62 - $31.03